Responsible Gaming Analyst - Malta
- Location
- Sliema, Northern Harbour, Malta
- Salary
- Negotiable
- Job type
- Permanent Vacancy
- Fluent Language
- English
- Category
- Call Centre, Customer Service
- Job Reference
- 160220213
- Posted on
- 16 Feb 2021
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About the Role:
On behalf of our client, an innovative iGaming Supplier, we are recruiting for an ambitious and passionate Responsible Gaming Analyst within the iGaming industry.
The role will be responsible to acquire, maintain, and optimise business relationships and partnerships in Key Markets, to achieve business KPI's. By building relationships, increasing loyalty you will be providing customers with the most relevant, personalised, and rewarding experience in a sustainable way.
Main Responsibilities -
Management of the Responsible Gambling duties.
Making informed decisions determining appropriate mitigation actions for any risk identified.
Act as point of contact for escalations for Responsible Gambling cases and complaints.
Monitor social responsibility triggers (automated and manual) which are activated by player's activities.
Use the company's guideline to apply the adequate social responsibility measures once RG triggers have been activated.
Follow up on any social responsibility measures taken.
Recognizes type of customer who need to be logged and reported to the appropriate level of staff and which may trigger customer interaction at an appropriate moment.
Identify customers who are demonstrating signs of agitation, distress, intimidation, aggression or other behaviours that may inhibit customer interaction.
Proactively schedule outbound calls to identified players and make them aware of our protection tools available to them.
Use of all relevant sources of information to ensure effective decision making and to guide and deliver effective customer interaction.
Communicate effectively with overlapping departments such as customer service department, fraud, payment protection team, CRM, casino and sportsbook.
Review internal policies and procedures to ensure that they are compliant with all statutory or legal requirements. Keep up to date with regulatory changes ensuring we are being compliant.
Monitor best practice across our industry and suggest improvements to our strategies for our client.
Qualifications -
Solid knowledge of Swedish and Maltese gambling social responsibilities requirements
Background in the online gambling industry
Experience assessing risk and regulatory concerns
Good problem solving and decision making skills
Proven experience in leading/influencing others
Effective networking skills
Data analyzing and report writing skills
Understanding of data driven analytics
Great planning, organizational and analytical skills
Good understanding of a review/iterate/improve approach
Ability to communicate effectively with senior stakeholders
If you would like to discuss this role in more detail or hear about your other iGaming career options, get in touch with our iGaming Recruitment Team here on Facebook!